Vacation is when I get to be a pure consumer, albeit with an analyst hat (or shades) on. This is the summer of my iPad. Or the two iPads. The first one got filched by my 13 year old inside of two days. So I got another. Life as a traveller will never be the same, and soon, neither will selling, marketing, servicing customers for your business. Let’s face it: this is putting the customer in the center of the process, and it is all through the Cloud.
This thing knows where I am. It knows where I’ve been. It guides me to the destination I’d most like to be at. Tickets, reservations, payments, timetables, ATM locations….. touch, touch, touch.
If you are thinking about next generation customer processes, buy an iPad (your manager will love you for putting it on the expense report as ‘research’) – tell them it is Gartner advice that you have one. Play around. Bring it to meetings. Brainstorm.
But get ready, because within three years, a lot of today’s processes will be ancient history.